Director, AI‑Enabled Staffing & Operations

Included Health; United States; Remote; USD 186,360 - 229,779; Full time

Benefits offered by this job

Remote‑first culture

401(k) savings plan

Comprehensive medical, vision, and d d

PTO and DTO

Job summary

Included Health is seeking a Director, Staffing Transformation & Operations to lead a multi‑year staffing strategy for Member Care, overseeing workforce management, vendor strategy, and AI‑enabled workflows. You will drive capacity planning, scheduling, and real‑time management to meet service levels, quality, and margin goals while delivering an excellent member experience.

You will partner with Product, Engineering, IT, Finance, and external vendors to implement an AI‑forward operating model

Qualifications

• 10+ years in staffing strategy, operating model design, or transformation.
• Experience leading cross‑functional initiatives with senior leaders.
• Experience with AI, automation, or workflow redesign in a large setting.
• Willingness to travel up to 10–20% for key meetings.

Responsibilities

• Lead multi‑year staffing strategy for Member Care across channels and staffing types.
• Own workforce management, capacity planning, scheduling, skilling, and real‑time management.
• Oversee vendor strategy and BPO relationships with governance and KPIs.
• Define AI enablement roadmap and scale opportunities to improve frontline workflows.
• Own analytics‑driven performance metrics and cross‑functional collaboration.
• Partner with Legal, Procurement, IT, Cyber Security, and Finance on contracting and enablement.

Skills

Staffing strategy

Workforce management

Vendor management

AI enablement

Cross-functional leadership

Healthcare experience

Education

Bachelor's degree

MBA / MHA / Analytics degree

Job description

Included Health is seeking a Director, Staffing Transformation & Operations to lead a multi‑year staffing strategy for Member Care, overseeing workforce management, vendor strategy, and AI‑enabled workflows. You will drive capacity planning, scheduling, and real‑time management to meet service levels, quality, and margin goals while delivering an excellent member experience.

You will partner with Product, Engineering, IT, Finance, and external vendors to implement an AI‑forward operating model